Tech Lead Service Desk

Tech Lead - Service Desk N

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

We are seeking an experienced ServiceNow Administrator with a strong focus on IT Service Management (ITSM). The ServiceNow Administrator is responsible for the day-to-day administration, configuration, and support of. This role ensures platform stability, supports ITSM processes, and partners with stakeholders to enhance workflows and user experience. The ideal candidate has hands-on ServiceNow experience, a solid understanding of ITIL-based processes, and is ready to grow into more advanced platform responsibilities.

Key Responsibilities

Administer and maintain the ServiceNow platform, ensuring availability, performance, and data integrity

Configure and support core ITSM modules such as Incident, Request, Change, and Problem Management

Manage users, groups, roles, and access controls

Create and maintain forms, fields, business rules, client scripts, UI policies, notifications, and workflows/Flow Designer

Perform platform upgrades, patching, and testing in lower environments

Troubleshoot issues, analyze root causes, and provide timely resolution

Support integrations and data imports using Import Sets and Transform Maps

Maintain documentation for configurations, processes, and procedures

Collaborate with developers, process owners, and service desk teams to implement enhancements

Ensure adherence to ServiceNow best practices and governance standards



Required Qualifications

hands-on experience administering ServiceNow

Experience supporting ITSM processes in an enterprise environment

Basic knowledge of JavaScript as it applies to ServiceNow scripting

Familiarity with ServiceNow configuration vs. customization best practices

Experience with update sets and promotion across environments

Strong analytical, troubleshooting, and communication skills



Preferred Qualifications

ServiceNow Certified System Administrator (CSA)

Exposure to additional modules such as CMDB, Knowledge Management, or Service Portal

Experience supporting integrations (REST/SOAP)

ITIL Foundation certification or working knowledge of ITIL



Soft Skills & Competencies

Strong attention to detail and organization

Ability to manage multiple priorities in a fast-paced environment

Collaborative mindset with a focus on customer experience

Willingness to learn and grow within the ServiceNow platform
.

Qualifications

Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering

Certifications

ITIL Foundation - Axelos, Microsoft Certified Solutions Associate - Microsoft

Required Skills

Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Inclusion, IT Consulting Services, IT Service Management (ITSM), People Leadership, Personal Effectiveness, Risk Management, Service Integration and Management (SIAM), Storytelling, Workplace Services

Language

English (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

DNU Service Desk N

Remote Type -

Office

Work Shift -

Day Job (India)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.